IT Service Desk Consultant

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Hybrid

PURPOSE OF ROLE

As a Lufthansa InTouch Group function, the Service Desk Consultant role is responsible:

• for providing technical 1st level support to the global LIT environment
• to maintain written record of all incidents and tickets logged.
• comply with all Global IT and Security standards

WORK PERFORMED

• Serve as primary contact for IT issues globally;
• Remotely handle Service Requests from multiple sources such as email, chat and telephone for all employees requiring IT support within LIT;
• 1st Level support involving and not limited to password resets, 2FA token assignments
• Coordinate and consult with “User and Systems Support Specialists”;
• Assign tickets to relevant IT resources where applicable (local IT, 2nd Tier or 3rd Tier support);
• Record, process and maintain all tickets on the LIT IT ticketing system;
• Report unusual and recurring issues to Senior Support Specialists;
• Adhere to troubleshooting steps and escalation processes;
• Always maintain infrastructure knowledge to ensure consistent support delivery.

REQUIRED KNOWLEDE AND EXPERIENCE

• Knowledge and 2 years working experience IT Service Desk and End-User IT support and/or Relevant IT qualification essential.
• Experience supporting booking systems like Amadeus advantageous
• Knowledge of intranet web sites advantageous
• Good MS Office skills are essential.

PERSONAL COMPETENCY REQUIREMENTS

• Flexible, self-motivated and proactive
• Analytical with problem solving skills
• Develop an interest in the Contact Centre industry and its processes
• Fluency in English
• Team player
• Good verbal and written communication skills
• Must be able to work under pressure in a fast paced environment
• Must be able to work weekly alternating shift plans
• Quick learner

KEY RELATIONSHIPS / INTERACTIONS

• User and Systems Support Specialists
• User and Systems Support Teamleader
• Group IT
• Lufthansa InTouch network
• External suppliers and support providers

Job Type: Full-time

Pay: From R12 000,00 per month

Application Question(s):

• Do you have experience in supporting systems like Amadeus?

Education:

• Certificate (Required)

Experience:

• IT Support: 2 years (Required)

Work Location: In person